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Following the news that tour operator Thomas Cook has ceased trading, we are relaxing the restrictions on Advance train tickets to help affected customers return home.
Customers who have booked Advance train tickets for their journey home from the airport using a CrossCountry service, will be able to use their train specific ticket on an alternative CrossCountry service for the same journey on a different date or time.
If a customer is now unable to travel, they can claim a full refund for their CrossCountry ticket from their point of purchase. Many retailers have agreed to waive normal rules and administration fees for these refunds, upon proof of eligibility, but please check with your retailer.
Customers intending to continue with their holiday by rebooking their travel arrangements, would be able to use their original CrossCountry Advance train ticket on a different date or time, as long as the stations used are the same as for the original journey. If they are intending to travel from an alternative airport, they should submit their original ticket for refund and rebook their train journey.
In all instances, customers are asked to present evidence of their being a Thomas Cook customer, such as their flight Boarding Card, receipt or booking confirmation.
We have included some frequently asked questions below. For more information on these changes, or any further questions regarding refunds or alternative travel, please contact our Customer Relations team on 03447 369 123 or by email to email@example.com
Frequently Asked Questions
Q. What if I’ve got an Advance ticket and I’m now going to miss my train?
A. You’ll be able to catch the first available service with the operator with whom you were originally booked to travel. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example.
Q. What if I have an off-peak ticket but will now need to travel at peak time?
A. That’s fine. You can take the first available service with the operator on whose service you were originally booked. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example.
Q. What if I’ve bought an Advance ticket for a holiday that I’m no longer taking?
A. Customers who have purchased an Advance ticket for CrossCountry services and are no longer able to travel due to flight cancellation, are eligible to claim a fee free refund if this was booked through CrossCountry. If you do wish to claim a refund you will need to show reasonable evidence that you are a Thomas Cook customer – a booking confirmation or an e-ticket for example. Many other retailers are also waiving fees, but please check with your retailer. Alternatively the customer can claim the cost of the ticket back from their insurer, or it will be covered by ATOL/ABTA.
Q. What if I bought my ticket through a third-party retailer?
A. You’ll need to speak to the company from which you bought the ticket.
Q. What if I get repatriated to a different airport?
A. You will need to buy a new ticket and claim this through ATOL/ABTA, your travel insurer or your credit card company.
Q. What if my journey involves more than one train company?
A. We’ll get you on the first available service with the train companies on whose services you were originally booked. You’ll just need to show reasonable evidence that you’re a Thomas Cook customer – a booking confirmation or an e-ticket for example.
Q. How long will these arrangements be in place for?
A. These arrangements will be in place until 6th October, at which point they will be reviewed based on the latest information from the CAA.